The delivery workforce’s reported fatigue, dissatisfaction, and intent to leave raised concerns about the continuity of agentic AI outsourcing engagements. More than half of respondents in the combined sample of active and canceled engagements rated their likelihood of leaving within 12 months at 7 or above. Their written accounts described recurring manual work and unresolved decisions, alongside operational knowledge retained in personal notes, informal routines, and individual delivery team members. In a workforce with limited career and agentic AI experience, departures could remove knowledge that remaining delivery team members relied on to perform the work.
Job satisfaction and relationship ratings were associated with the study’s reported outcomes. Associations with the frequency of contact with the financial institution were small under the study’s stated criteria. The cross-sectional design, in which respondents answered once, establishes associations among reported experiences and outcomes without establishing their temporal or causal direction.
“two people on my team left already. one of them was training me. i am four months in and already worn out in a way i did not expect from an office job.” -Individual Contributor, BPO, Corporate and back-office functions
The study collected the reported experience of 850 members of vendor delivery teams on 150 engagements between January and June 2026. No financial institution was approached for corroboration or comment. The results describe the study set and do not establish its representativeness of the industry.
The four core study measures are cancellation rate, customer satisfaction, engagement indicator mean, and intent to leave. Cancellation rate is the share of engagements canceled by the study date. Customer satisfaction is the figure recorded for each engagement on a 100-point scale. The engagement indicator mean is calculated from each respondent’s mean across the 100 rated indicators and then across respondents within the engagement. Intent to leave is the respondent’s rating of the likelihood of leaving the current job within 12 months. Appendix D provides the full definitions and method.
you ask me to give training a number from one to ten. there is no training, so what do i put. i was put on KYC screening in my first week with a two hour recording made for a different client, besides nobody checked what i learned from it. one is not right answer either but it is closest”
INDIVIDUAL CONTRIBUTOR · BPO, Financial crime and client onboarding